MoissaniteCo.com Return Policy

How to Return an Order
  • Obtain a Return Authorization Number: Click here to be taken to the RMA form. Please fill it out, and you will receive a response within 1 - 2 business days. Please plan accordingly.

    - Please note that if the request is received on the 29th or 30th day, there likely will not be enough time to complete the return.

    - If you log into your account first, most of the form will automatically fill in.

  • Send the item back to our company via the instructions provided. The customer is responsible for shipping and insurance for the returned package. Here are some tips for shipping it back safely and securely:

Return Shipping Tips & Advice

  • We recommend shipping via the US Post Office. Expedited shipping options are offered at affordable prices. The post office also will insure the package up to $5000 for Priority and Express mail, and $25000 for registered mail.
  • If you choose to ship directly through UPS, the insurance limit is $500 for jewelry. Fedex offers an insurance of $1000 limit on jewelry.
  • Do not write "Jewelry", "Moissanite", "Diamonds", "Gemstones", "Gold" or anything similar on the outside of the box including on the return label.
  • Ship in a box. Padded envelopes are typically not adequate as they don't prevent the item from being crushed.
  • Place the jewelry in a ring box, ideally inside the Moissanite bag we ship in. Otherwise please include some type of "stuffing" that prevents the item from moving freely inside the box during transit
  • Completely and securely seal the outside of the box.

Rings

  1. RMA Number: RMA number is required for your return. Packages without RMA numbers will be refused.
  2. 30 DAYS: Item must be returned and delivered within 30 days of SHIPMENT. After this date, they cannot be returned for a refund or exchange.
  3. Security Tag: The original security tag must still be attached to the unworn item in order for refunds to be processed. If the tag has been removed (or if it has been removed and re-attached by the customer) the return policy is voided.
  4. New Condition: Items must be in new condition (no visible signs of wear and tear). Items that have been altered by a jeweler other than MoissaniteCo.com (i.e. rings that are resized) are not eligible for a refund.
  5. Very Large and Very Small Ring Sizes: Ladies rings sized above a size 8.0 and below a size 4.0 (British size H and P 1/2 respectively) are considered special orders and are thus not eligible for a return. (Exceptions can be made depending on the style of the ring. Therefore please contact us before you place an order if you believe this may be a problem.)
  6. Custom and Special Order Rings: items marked as "special order" or "custom" on the website are not eligible for a refund or exchange.

Earrings & Pendants

  1. RMA Number: RMA number is required for your return. Packages without RMA numbers will be refused.
  2. 30 DAYS: Item must be returned and delivered within 30 days of SHIPMENT. After this date, they cannot be returned for a refund or exchange.
  3. New Condition: Items must be in new condition without signs of wear. Items that have been altered by a jeweler other than MoissaniteCo.com (i.e. rings that are resized) are not returnable. If there are visible signs of wear the item will not be eligible for a refund.
  4. Custom and Special Order Earrings: items marked as "special order" or "custom" on the website are not eligible for a refund or exchange.

Bracelets

  1. RMA Number: RMA number is required for your return. Packages without RMA numbers will be refused.
  2. 30 DAYS: Item must be returned and delivered within 30 days of SHIPMENT. After this date, they cannot be returned for a refund or exchange.
  3. Security Tag: The original security tag must still be attached to the unworn item in order for refunds to be processed. If the tag has been removed (or if it has been removed and re-attached by the customer) the return policy is voided.
  4. New Condition: Items must be in new condition. Items that have been altered by a jeweler other than MoissaniteCo.com (i.e. rings that are resized) are not returnable. If there are visible signs of wear the item will not be eligible for a refund.
  5. Sized Bracelets: Bracelets that are ordered in larger or smaller length than the 7 inch stock size are final sale.

Loose Stones

  1. RMA Number: RMA number is required for your return. Packages without RMA numbers will be refused.
  2. 14 DAYS : Item must be returned and delivered within 14 days of receipt of package. After this date, they cannot be returned for a refund or exchange.
  3. If an Amora Moissanite is purchased, there is a $30 replacement fee for lost NAGL certificates.

Eternity Rings

  1. RMA Number: RMA number is required for your return. Packages without RMA numbers will be refused.
  2. 30 DAYS: Item must be returned and delivered within 30 days of SHIPMENT. After this date, they cannot be returned for a refund or exchange.
  3. Eternity rings are considered special order items since they are made to fit a specific size and cannot be resized. It is highly recommended that you have your ring sized by a professional prior to making your purchase.
  4. There is a 15% restocking fee on eternity rings that are returned/exchanged.
  5. Security Tag: The original security tag must still be attached to the unworn item in order for refunds to be processed. If the tag has been removed (or if it has been removed and re-attached by the customer) the return policy is voided.
  6. Very Large and Very Small Ring Sizes: Ladies rings sized above a size 8 and below a size 4 are considered special orders and are thus not returnable (except for warranty repair).

Store Credit

Items purchased with store credit are not returnable.

Exchanges

In the case of exchanges, if the price of the new order is not $200 or more than the original price, there will be a $15 shipping fee. For international orders, the full shipping fee will be due.

Restocking / Processing Fees

In order to offer the enormous selection of jewelry and product options at below-retail prices, a small restocking / processing fee is applied to orders that are returned. Because of the significant costs that are incurred when jewelry is returned, without the small restocking fee we would either have to increase our prices or offer a much more limited selection.

The restocking / processing fee for items returned for a refund are as follows:
  1. 14k gold: 5%
  2. Palladium: 7%
  3. Platinum: 10%
  4. Special Order Loose Stones: 2.5%
There is no restocking fee on items exchanged for something of more or equal value (if exchanged orders are also returned, there is a restocking fee on both orders). The exception are eternity rings (please see eternity ring section above).

There is NO restocking fee if a single loose stone is purchased and a single loose stone is returned for a refund. If multiple stones are purchased within a 30 day period and multiple stones returned for a refund there is a restocking / processing fee of 2.5% (regardless if it is a single order or multiple orders).

There is a $30 replacement fee for lost Amora certification cards.

Shipping upgrades and international shipping fees are not refundable. If the package is undeliverable or refused by the customer when Fedex tries to deliver it, there will be a $50 fee. In the case of international shipments, the full cost of the return shipment charged by Fedex will be deducted. Fedex does not give our company discounts on return shipments and so the return shipment cost will typically be significantly more than the original shipping fee charged by our company.

Custom Orders

Custom orders are not returnable or exchangeable. Custom orders include:
  • Special metal requests that are not available as a regular option or marked as "Special Order" on the website (i.e. platinum, 18k white and 18k yellow gold, etc.).
  • Rings with custom / personalized engravings on the inside of the band.
  • Items marked as "Special Order" on our website.
  • Special requests for items to be made with CZ, diamonds, or other gemstone that are not offered as a regular option for the item purchased (this does not include Forever Brilliant or Amora upgrades as these are regular items offered on our website).
  • Our stones set in customer's jewelry or customer's stones set in our jewelry
  • Items created at a customer's request that are not normally available on our website or with options not normally offered, including, but not limited to, all custom made items where a new model needs to be created.
  • Rings that are soldered / welded together.
  • Matching bands purchased separate from engagement rings
  • Custom design fees on canceled custom orders.

Order Cancellations

In order to cancel an order, we must be contacted either via email or via the RMA form link at the top of page. Once an order has shipped, it cannot be canceled.

If work has already begun on your order, the applicable restocking fee will be charged.

Special order items carry a 20% cancellation fee.
Custom design and CAD fees are not refundable (even if custom design order is canceled before completion).
. For layaway orders, there is a 10% cancellation fee (10% of total, not payments made) if canceled more than 30 days after the initial down payment is made.
If a package is refused upon delivery, all costs incurred for the return of the package will be deducted from the refund (please be forewarned: in the case of international packages, this can be quite costly as our discounted Fedex rate is only one way, and if any duties are taxes have been paid by Fedex, they will also be deducted from the refund.)
 
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